Refund policy
We have a 30-day return policy (only if we have made a mistake), which means you have 30 days after receiving your item to request a return.
- As we are customising the product using the words and/or selections you have given to us, please check carefully that you have sent us the correct information. Before you submit your order, you can easily make changes by using the back buttons. Once you have submitted your order, you can’t make any changes or cancel your order (except when we have made a mistake).
- You must supply to us all the information that is required on the order submission pages. This is so that we can fulfil your order. If you give us incomplete or incorrect information, we may end the agreement or ask you for the required information. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
To be eligible for a return, (if we have made a mistake) your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@mindcandy.com. Please note that returns will need to be sent to the following address: [42 Berners Street, London W1T 3NG]
If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@mindcandy.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. This does not include personalised items.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at info@mindcandy.com.